Refund policy

Return, Refund, and International Shipping Policy

Last updated: September 16, 2026

V Supplements is operated by Yenisei Marketing Company, Amman, Jordan.

Because we sell dietary supplements intended for consumption, product safety, hygiene, and tamper protection are extremely important. This policy explains when products may be returned, when refunds or replacements are available, and how international customs charges are handled.

Nothing in this policy excludes or limits any mandatory consumer rights that apply in the customer’s country.

1. General Return Policy

Except where applicable law gives the customer a right of withdrawal or another mandatory remedy, we do not accept returns or exchanges for change of mind, personal preference, taste, ordering the wrong product, or dissatisfaction with expected results.

Products cannot normally be returned after:

  • The safety seal or tamper-evident seal has been opened, removed, or damaged.

  • The container has been opened.

  • Any portion of the product has been used.

  • The product has been stored improperly after delivery.

  • The customer damaged the product.

  • The product was purchased from another seller or unauthorized reseller.

These restrictions do not affect the customer’s rights concerning products that arrived damaged, defective, unsafe, expired, incorrectly supplied, or materially different from their description.

2. European Union and United Kingdom Withdrawal Rights

If you are a consumer located in the European Union or United Kingdom and applicable distance-selling law covers your purchase, you may normally withdraw from the purchase within 14 days after receiving the goods, without providing a reason.

To exercise this right, email info@vsupps.com within the applicable 14-day period. You may use the model withdrawal form at the end of this policy, but using the form is not mandatory.

After notifying us, you must return the eligible goods within 14 days unless applicable law provides otherwise.

Conditions for EU and UK Withdrawal Returns

To protect health and product integrity, supplements returned under the withdrawal right must be:

  • Unused;

  • Unopened;

  • In their original container;

  • With the safety and tamper-evident seals completely intact; and

  • Securely packaged for return shipping.

Where permitted by applicable law, the right of withdrawal does not apply after a sealed product that is unsuitable for return for health-protection or hygiene reasons has been unsealed.

Products that expire or deteriorate rapidly may also be excluded where the applicable statutory exception applies.

EU and UK Withdrawal Refunds

For an eligible withdrawal, we will refund:

  • The purchase price of the returned product; and

  • The cost of the least-expensive standard outbound delivery option offered for the order, where required by law.

Extra amounts paid for express, priority, or upgraded delivery are not refundable beyond the cost of standard delivery.

The customer is responsible for the direct cost and risk of returning a non-defective product, unless we agree otherwise or applicable law requires us to pay.

We may withhold the refund until we receive the returned goods or receive acceptable evidence that they were sent back, whichever occurs first.

Where permitted by law, we may deduct an amount reflecting diminished value caused by handling beyond what was reasonably necessary to inspect the product.

Import duties, import VAT, customs brokerage fees and charges paid directly to customs authorities, carriers or other third parties are not refunded by V Supplements. Customers may need to request reimbursement directly from the relevant authority.

3. Damaged, Defective or Incorrect Products

If your order arrives damaged, leaking, unsealed, expired, defective, unsafe, or different from what you ordered, contact info@vsupps.com as soon as reasonably possible.

We request that visible shipping damage be reported within 48 hours of delivery because prompt reporting helps us investigate the shipment with the carrier. This requested reporting period does not reduce any longer mandatory legal rights available to you.

Include:

  • Your full name;

  • Order number;

  • A description of the problem;

  • Clear photographs of the product;

  • Photographs of the shipping box and shipping label;

  • Photographs showing any damaged or missing safety seal;

  • The batch or lot number and expiration date; and

  • An unboxing video, if available.

Do not consume a product that appears damaged, contaminated, leaking, or improperly sealed.

Do not discard the product or shipping packaging until we have reviewed the claim or confirmed that disposal is permitted.

After reviewing the claim, we may provide a replacement, full refund, partial refund, or another remedy required by applicable law. Where the law gives the customer the right to select a particular remedy, that legal right will apply.

If we require a defective or incorrect product to be returned, we will provide instructions and cover reasonable standard return costs where required by law.

4. Personal Reactions, Taste and Product Results

Individual experiences with dietary supplements vary. Except where a product is defective, unsafe, incorrectly labelled or otherwise covered by mandatory law, refunds are not available because:

  • A customer dislikes the flavor, smell, texture or sweetness;

  • A customer does not experience their expected result;

  • A customer changes their diet, training plan or supplement routine;

  • A customer experiences a sensitivity, intolerance or allergic reaction that was not caused by incorrect or legally inadequate product information; or

  • A healthcare professional later advises the customer not to use the product.

Customers should review the ingredient list and warnings before ordering and consult an appropriate healthcare professional when necessary.

5. Order Cancellations

Contact info@vsupps.com immediately if you need to cancel an order.

We will attempt to cancel orders that have not entered processing or been dispatched. Cancellation cannot be guaranteed once fulfilment has started.

After dispatch, an order may only be cancelled or returned as required under this policy or applicable consumer law.

If we cannot ship an order within the timeframe stated at checkout or within another legally required period, we will provide the cancellation and refund options required by applicable law.

6. International Orders and DAP Shipping

Unless expressly stated otherwise during checkout, international orders are supplied based on:

DAP – Delivered at Place, customer’s delivery address, Incoterms® 2020, subject to any mandatory consumer law.

Under DAP:

  • We arrange transportation to the named delivery destination.

  • We complete applicable export procedures.

  • The customer is responsible for import customs clearance.

  • The customer is responsible for import duties, import VAT, GST, customs brokerage fees, clearance fees and other destination-country charges.

  • The customer must provide any identification, permit or information required for import clearance.

  • The customer is responsible for unloading where that obligation is relevant.

DAP does not override mandatory consumer laws concerning delivery risk, defective goods, refunds or other statutory remedies.

7. Import Restrictions and Customer Responsibilities

Dietary-supplement regulations vary between countries. Before ordering, the customer is responsible for checking whether the product and its ingredients may legally be imported, possessed, and used in the destination country.

Placing an international order confirms that the customer understands that:

  • Customs authorities may inspect the shipment.

  • Import taxes and clearance fees may be charged before delivery.

  • Customs processing may delay delivery.

  • Certain ingredients may be restricted or require authorization.

  • The customer may be treated as the importer or consignee.

  • V Supplements cannot guarantee approval by a foreign customs, health, or regulatory authority.

We remain responsible for providing accurate shipment descriptions and documentation and for any obligations that cannot legally be transferred to the customer.

8. Customs Refusal, Abandonment and Unclaimed Shipments

Refusing to pay customs charges or refusing delivery does not automatically constitute a valid cancellation or exercise of a statutory withdrawal right. Customers wishing to withdraw must clearly notify us within the applicable legal period.

If an order is refused, unclaimed, or returned because the customer:

  • Refused to pay import duties or taxes;

  • Failed to provide customs documentation;

  • Failed to respond to the carrier;

  • Supplied an incorrect or incomplete address;

  • Failed to collect the shipment; or

  • Ordered a product restricted in the destination country,

we will determine whether the shipment can be safely returned.

If the unopened shipment is returned to us in saleable condition, any refund may, to the extent permitted by law, be reduced by:

  • Original shipping charges;

  • Return transportation charges;

  • Customs charges;

  • Storage or abandonment fees;

  • Carrier handling fees; and

  • Other non-recoverable costs caused by the failed clearance or delivery.

No refund may be available where customs or the carrier destroys, confiscates, or abandons the shipment due to a customer-side import restriction or failure to complete clearance, except where mandatory law requires otherwise.

If the customs problem resulted from our inaccurate documentation, misdescription, or another failure for which we are legally responsible, these deductions will not apply.

9. Lost Shipments and Delivery Risk

If tracking shows that a shipment is lost before delivery, contact info@vsupps.com.

We may open an investigation with the carrier before issuing a replacement or refund. Customers must reasonably cooperate with requests for delivery information or carrier declarations.

Where we selected or contracted the carrier, we remain responsible for transit loss or damage until the point required by applicable consumer law. In jurisdictions where risk remains with the seller until the customer or an authorized third party physically receives the goods, that rule will apply notwithstanding the DAP term.

A shipment marked delivered is not automatically considered resolved if the customer provides credible evidence of non-delivery. We will investigate the matter with the carrier.

10. Incorrect Addresses and Delivery Attempts

Customers must provide a complete and accurate delivery address, telephone number and email address.

Additional shipping, storage or return costs caused by incorrect customer information, missed delivery attempts or failure to respond to the carrier may be deducted from a refund where permitted by law.

We are not responsible for delays caused by incomplete customer information, but this does not exclude responsibility that cannot legally be excluded.

11. Return Authorization

Do not send a return without contacting us first.

Unauthorized returns may be rejected, delayed, or prevented from clearing Jordanian customs.

Approved returns must be sent using a tracked shipping method to the address and according to the instructions provided by customer service.

Return address:

V Supplements / Yenisei Marketing Company
Salameh Building 22
Yajouz Street, Al-Jubeiha
Amman, Jordan

The customer should clearly mark the shipment as a returned product when instructed to do so and retain proof of postage.

12. Refund Processing

Approved refunds will be issued to the original payment method unless another method is agreed or required by law.

For statutory EU or UK withdrawals, refunds will be processed within the legally required period, subject to our right to wait for the returned goods or valid evidence of dispatch.

Other approved refunds are normally submitted within 5–10 business days after approval. Your bank or payment provider may require additional time to post the refund.

Shipping charges, duties and third-party charges are refundable only when stated in this policy or required by applicable law.

13. Mandatory Consumer Rights

This policy does not exclude, restrict or replace any mandatory consumer guarantees, legal guarantees, withdrawal rights or remedies applicable in the customer’s country.

If a provision of this policy conflicts with mandatory consumer law, the mandatory law will apply to the extent of the conflict, and the remaining provisions will continue to apply.

14. Contact Information

For cancellations, returns, damaged shipments, or refund questions, contact:

Yenisei Marketing Company / V Supplements
Email: info@vsupps.com
Address: Salameh Building 22, Yajouz Street, Al-Jubeiha, Amman, Jordan

Include your order number in all correspondence.

Model Withdrawal Form for EU and UK Consumers

Complete and send this form only if you wish to withdraw from an eligible contract.

To:
V Supplements / Yenisei Marketing Company
Salameh Building 22
Yajouz Street, Al-Jubeiha
Amman, Jordan
Email: info@vsupps.com

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s): ______________________________

Order number: ____________________________

Order date: ______________________________

Date received: ___________________________

Customer name: __________________________

Customer address: ________________________

Customer email: __________________________

Signature: _______________________________
Required only when submitting this form on paper.

Date: ___________________________________